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Technical Customer Support in Colorado Springs, CO at SNI Technology

Date Posted: 4/13/2021

Job Snapshot

Job Description



Our client is seeking an Technical Support Advocate for an exciting contract-to-hire opportunity. As a Technical Support Advocate, your role is to investigate and resolve customer escalations that are escalated outside of the designed support model. To be successful in this role you will need to have clear and professional communication skills appropriate for stakeholders on the Executive team, Legal and PR (Public Relations) teams.

RESPONSIBILITIES:

  • You will provide enterprise-level customer service support by effectively acting as a single point of contact to the customer whilst a technical team resolves critical system issues.
  • Triage incident service request by email, inbound and outbound phone calls, or web portal as a point of contact.
  • Identify and assign the incident to the appropriate severity level, category, priority, team and engineer.
  • Manage the lifecycle of the incident to ensure the customer's incident is resolved proactively communicating all updates.



REQUIREMENTS:

  • Fluency in English- both written and spoken to B2 Level
  • Minimum 1 years work-related experience in customer-relationships position or similar
  • Exposure and interest in technical support
  • Basic knowledge in IT, fast learner in IT knowledge or software system
  • You will be analytical and have an interest in troubleshooting and problem research; collaborating with other engineers as necessary.